Automotive Maintenance Franchise Ups their Brand Standards Across 2k+ Locations
Qualitative Research
Data Analytics
Customer Experience
Project Overview
A leading provider of automotive preventative maintenance with more than 2,000 franchise-owned service centers nationwide wanted to ensure that oil change delivery was consistent across all locations and that customers had a positive perception of the overall experience. They wanted to confirm or disprove the assumption that their competitors’ operational model enables a more consistent customer experience that leads to a higher likelihood of return and higher car counts (over our Client).Client
Automotive Preventative MaintenanceTags
cx
customer experience
mystery shopping
research
insights
compliance
brand standards
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